Sr. Technical Support Specialist ITOM

Opentext - The Information CompanyTogether, Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.AI-First. Future-Driven. Human-Centered.At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.The Senior Technical Support Specialist focuses on helping customers manage and mitigate technical issues and risks, build knowledge, and maintain trust in the supported OpenText products. Utilizing OpenText’s solutions, you will provide advanced technical support and troubleshooting for complex issues, collaborating with product engineering teams.Job Specifics/responsibilities Provide advanced technical support to customers via phone, email and chat. Troubleshoot and resolve customer issues, leveraging OpenText’s solutions. Take and resolve Technical Elevations coming through all communication channels Engage in on-call and weekend support as necessary, providing assistance during critical situations. Communicate with the client to collect all required additional information needed for case resolution. Ensure complete and detailed tracking of each update related to case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident. Collaborate with engineering teams to address and resolve escalated issues. Act as a bridge between the customer, higher level support teams and engineering. Advocate for customers across teams, ensuring their needs are met. Provide concrete and reliable information to clients, in compliance with respected procedures. Use professional business language in all communications with customers. Collaborate with other team members to provide high-quality support and quick resolution of client requests. Present a positive, effective, and flexible contribution to achieving team targets and objectives by sharing best practices. Drive continuous improvement within the team by sharing knowledge, mentoring, and supporting colleagues. Create and edit Knowledge Centered Services (KCS) content based on support interactions. Ensure constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal experience, and any other available tools. Maintain adherence to service delivery standards, KPIs, and document all customer interactions effectively. Follow best practice ticket management processes, ensuring tickets owned are handled and updated timely and every effort is made to meet service levels. Meet all personal targets and strive to overachieve metrics on a daily and monthly basis. Comply with and execute appropriately all specific tasks related to the position or ad hoc tasks. Seek continuous improvement of the provided service's quality. Protect confidential and sensitive (including protected) information and materials. Adhere to all internal Policies and Procedures. Accept, prioritize, analyze, and close all assigned client requests with the needed quality within the expected deadlines. Be part of Queue Monitoring when requested and ensure accomplishment of service level agreements. Strictly follow the working schedule and be available at the workplace from the beginning till the end of the shift. Execute any additional tasks requested by the direct Manager.Key Deliverables/accountabilities Timely resolution of technical issues in accordance with service delivery standards and KPIs. Successful handling of escalations with clear communication to customers. Consistent documentation of interactions and troubleshooting steps for future reference. Effective collaboration with engineering teams to resolve complex issues. Contribution to the team’s success through mentoring, knowledge-sharing, and leadership. Upholding a high standard of customer satisfaction and maintaining strong client relationships.Education Degree And Professional Experience Required Education: Bachelor’s degree in Computer Science, Technology, Engineering, or a related field (preferred). Experience: 3-5 years of experience in technical supportOther Requirements Excellent communication skills in English (both written and verbal) Proven ability to manage escalations and navigate difficult customer conversations. Proven experience troubleshooting complex issues Ability to work effectively in a dynamic, evolving support environment. Strong analytical, critical thinking, and troubleshooting skills. Ability to multitask, prioritize work, and pay attention to detail. Passion for learning new technologies and mentoring others. A strong focus on continuous improvement and career progression. Team player Flexibility to provide on-call or outside business hours support as needed.Personal Skills And Qualities Strong collaboration and teamwork abilities, advocating for customers across different teams. Quick learner with a commitment to continuous improvement and leadership. Excellent communication skills for both customer-facing and internal interactions. Strong problem-solving abilities with a focus on delivering high-quality support. Positive attitude, resilience under pressure, and a passion for cyber security. Adaptability in a fast-paced and evolving support environment.Technical Skills Operating Systems: Hands-on experience troubleshooting Windows/Linux. Database Knowledge: SQL, PostgreSQL, Oracle, MS SQL, MongoDB. Directory Services: Active Directory and/or eDirectory. Network & Security Protocols: TCP/IP, HTTP, TLS/SSL, REST API, SOAP, SAML. Web Servers: Apache or IIS, Application Servers like Tomcat and JBoss. Desired Skills: Experience with cloud technologies such as AWS, Azure. Familiarity with containerization tools like Docker or Kubernetes, with hands-on experience being a plus. MS OfficeOpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.